3-5 years of experience
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Employment Type:
Part time
Job Category:
Customer Service
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Ocean Import CSR Agent
Panalpina | Toronto, Iowa
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Job Description

Req ID: 145920
Job Function: Ocean Freight
Full-Time/Part-Time: Full-time
Contract Type: Permanent
Job Level: Professional
Office Location: Toronto (YYZ)
Travel Required: 0%
Start Date: 09/05/2017

The Panalpina Group is one of the world's leading providers of supply chain solutions, combining its core

products of Air Freight, Ocean Freight, and Logistics to deliver globally integrated, tailor-made

end-to-end solutions. The Panalpina Group operates a global network with some 500 offices in more

than 70 countries, and employs around 16,000 people worldwide.

We are looking to hire a Ocean Import CSR Agent to serve as the exclusive Ocean Product point of contact for the customer and conduit between client and documentation processing unit, ensuring operational excellence, high productivity and customer satisfaction.


• Receive & validate customer order (G/L, quotation and handling instructions)

• Arrange for pickup of cargo from carrier location, as well arrange transportation of freight to consignee destination

• Communicate and ensure release of the freight from ocean carriers

• Answer all customer inquiries in accordance with the Customer Service Policy standards

• Further increase customer satisfaction and business share through proactive and regular contact.

• Establish customer communication preference (e.g. phone, email, fax, visit)

• Handle and manage all customer contact at file level regarding exceptions, including follow up to resolve exceptions

• Serve as a liaison between Document Processing, Billing, Customs Clearance and Customer regarding all shipment details.

• Support OSC with documentation as required

• Reporting of shipment progress as required by the customer

• Updating internal electronic systems as required (Tracking reports, data quality)

• Ensure all necessary documentation is collect prior to delivery of shipment (Bill of lading, Freight charges and others)

• Claims, IHT

• Other duties as requested


• Minimum of 3 years in Ocean Freight Industry



• Profound ability to focus on customer service as a core value, increasing operational efficiencies and setting and monitoring high standards of quality while taking necessary steps to retain and improve customer relationships

• Strong problem-solving skills

• Ability to organize, including prioritizing, planning, follow-up, assigning and controlling objectives

• Ability to drive innovation, manage change and deal with ambiguity, devising effective change management processes


• Ability to present and articulate

• Excellent ability to communicate with Internal and External Customers (both verbally and in writing) using advanced interpersonal skills

• Result oriented and places great emphasis on customer focus

• Team player attitude

• Ability to maintain focus under stressful situations


• English fluency (written and spoken)

• Other languages (written and spoken) preferred but not required

Specifics for Job / Environment

• Proficient in Panalpina forwarding and MS Office applications

• Knowledge of Panalpina's Ocean freight's strategy and products.

• Exceptional knowledge of the Ocean Freight industry

• Thorough and comprehensive knowledge of Panalpina's systems & processes related to Ocean freight

• Fair judgment and organizational skills and ability to make decisions

• Exceptional in handling, resolving and/ or escalation if necessary


If you wish learn more about this opportunity please apply http://www.panalpina.com/www/global/en/home/careers.html

Panalpina Inc. is an Equal Opportunity Employer - Panalpina Inc. souscrit au principe d'équité en matière d'emploi

*Panalpina welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process including recruitment, assessment, selection and hiring stages. Please contact accommodation.yyz@panalpina.com or call 905-755-4545 should you require any accommodations.

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